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Malwarebytes 3.1 won't launch


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Hey,

I was prompted to update my older version of Malwarebytes to 3.1 today. I did just that, ran the installer but it won't launch. The process can be seen in Task Manager, but the interface is nowhere to be seen. I've reinstalled multiple times (using the mb-clean tool as well), but the best result I've managed to get is the tray icon, which has functioned once. Even through that I cannot get the main interface to open, and therefore can't really do anything.

I've attached the files from mb-check and FRST, running on Windows 7 64-bit. I've encountered zero issues with the older version of Malwarebytes before, but this one just refuses to launch. No error messages or anything, just simply nothing showing up no matter what. Most of the time the tray icon fails to show in the taskbar as well.

Thanks in advance.

Addition.txt

FRST.txt

mb-check-results.zip

Edited by joltsu
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Can you please follow the instructions outlined below:

  1. Download the following Procdump.zip file: Procdump.zip
  2. Right click on procdump.zip and then choose properties
  3. In the window that pops up, click the unblock button near the bottom and then click ok
    unlock.png.47485ba190e7d8018f290e773a7365c6.png
  4. Extract procdump.zip.
  5. Open the folder where the files were extracted
  6. Double click the Malwarebytes icon on your desktop to attempt to launch Malwarebytes
  7. In the folder from step 6, right click "6 - mbamservice_kernel.bat" and select Run as administrator.
  8. The window should open for a few seconds and then close
  9. Perform steps 7 and 8 again, but right click 3 - mbam_kernel.bat this time
  10. There should be four new files in the folder that ends with .dmp
  11. Right click the DMP files and choose Send to -> Compressed (Zipped) folder
  12. Reply with the dump file
    • If the files are too large to upload, please upload the files to wetransfer.com and send them to dcollins@malwarebytes.com
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Thanks for the quick reply! I managed until step 6 but when opening the first .bat file the command prompt window just says "Waiting for process named -mk..." and never closes. Same thing happens with the latter .bat file. All the processes (mbam.exe, MBAMService.exe and mbamtray.exe) are running. The tray icon does respond, but only unticking the checkboxes seems to do anything. Exiting Malwarebytes through the tray icon does shut down all processes, but after that it fails to launch again.

Edited by joltsu
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  • 2 weeks later...

Anything new on this? Malwarebytes seems to work just fine when in safe mode, but problems persist when booting normally. I also kept getting the notification of my premium trial running out every single time I started up my computer, until I once booted in safe mode to do a scan. After that I haven't seen the notification once. I also tried updating to the latest version, but no luck. I can scan in safe mode so that's cool, but it is a tad bit inconvenient.

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My Premium trial expired so it shouldn't be active. I did just boot up in Safe Mode, but it didn't allow me to do anything about self-protection because of the aforementioned reason. Is there any other way? I have noticed that changing settings in Safe Mode doesn't always do anything when I boot up normally (as in they don't remain changed).

Anyways, I attached new logs if something had ended up changing from the last time I posted them.

FRST.txt

mb-check-results.zip

Addition.txt

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  • 2 months later...

Just downloaded the newest version (and did a fresh install using mb-clean), but now it won't work in Safe Mode even, which I was earlier able to use to do scans now and then. Now the same issue I've had ever since 3.1/3.2 was released happens there, too. The process just hangs at ~3500-4000K memory usage, and in Safe Mode it occasionally pops up an error message saying "Unable to connect the Service", with the popup window header saying "Unable to start".

This was my go-to virus scanner before the new version, and it worked like a charm, but this is getting a bit hopeless. Hope there's a solution to this someday.

 

EDIT: Seems that the author of this topic is dealing with the exact same issue. 

 

Edited by joltsu
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We have identified a rootkit that can cause this issue, can you please try the following:

  1. Download MBAR from https://downloads.malwarebytes.com/file/mbar
  2. Run the downloaded program, and click Ok on the window that pops up to extract MBAR to the default directory on your desktop
  3. After extracting, MBAR should launch
  4. Click Next, and then click Update
  5. Once the update finishes, click Next
  6. Press Scan to scan your machine
  7. If anything is found, follow the instructions to clean up the infection
  8. Reboot and attempt to  run MB3 again
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